The next downloads added at the ITIL Weblog is a presentation of the Incident Management proces. The presentation is available in PDF format and in PPT format.
Introduction to Incident Management
This process is in place to get the end-user back to work – following an interruption to normal service delivery – as soon as possible. It is symptom-driven and the only concern is speed of response, and the continuation of the business process.
Incident Management uses information out of the Problem Management process (work arounds and Known Errors) and the Configuration Management process (linking Incidents to Configuration Items)
A large component of Incident Management is the administration and tracking of the incident itself.
The free download section
- Introduction to Incident Management (.PDF format created by OpenOffice)
The Buy-us-a-beer download section
- (.PPT format created by OpenOffice)
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